Professional Internal Customer Service: Building Relationships and Effective Communication.

Our business focuses on providing the highest quality training solutions for domestic and international enterprises. We specialize in large training projects aimed at managers at various levels of management. Our market differentiator is innovative training tools such as games and training simulations.

This training aims to develop key competencies in professional internal customer service. In the dynamic environment of an organization, effective collaboration between departments is the foundation of success. The training focuses on building the highest service standards, ensuring effective achievement of goals for all parties. Participants will engage in innovative training games that will allow them to experience and understand the challenges related to divergent positions, issues of trust and distrust in internal relationships. Through practical exercises and case analysis, participants will learn to handle difficult situations, build lasting relationships based on trust, and communicate effectively both in operational service and project work. They will learn a range of tools and techniques that will enable them to better recognize needs, contract agreements, and assertively respond to difficult behaviors. The training will provide practical skills that will translate into improved collaboration, increased satisfaction of internal customers, and the overall effectiveness of the organization.

• For all employees who collaborate with other departments or individuals within the same organization in their daily work.

• Awareness of the various needs of the internal customer: substantive, psychological, and procedural.
• Development of communication skills with the internal customer, focused on their needs and requirements.
• Understanding the impact of personal and professional trust on the quality of business collaboration.
• Increase understanding of assertive attitudes and diagnosis of preferred communication styles in difficult situations.

• Better understanding of the internal customer service process and more effective responses to their needs.
• Development of skills in applying selected communication tools and models in practice, leading to clearer agreements.
• Increased ability to build trust-based relationships and break deadlocks in difficult situations.
• Acquisition of practical techniques for assertively responding to difficult behaviors of internal customers, leading to greater comfort at work.

Module 1 - Understanding the Needs of the Internal Customer

• Training Game: Bridge on the Sava River
• Substantive, psychological, and procedural needs of the customer
• Expectations and concerns of customers and a catalog of demanding behaviors
• Trigger factors - how to prevent difficult behaviors from arising
• Communication barriers in service

• Module Overview: The first module will introduce participants to the issues of customer service. Through playing the training game "Bridge on the Sava River," participants will "step into the customer's shoes," confronting the challenges that arise during collaboration. These include a multitude of specific, irreconcilable needs, lack of appropriate authority in the eyes of customers, or gaps in substantive knowledge. The group will become aware of the various needs of the customer: substantive, psychological, and procedural. Participants will also identify behaviors that may hinder contact with the customer. They will complete the module with a better understanding of the service process.

  
  Module 2 - Effective Communication and Contracting

• Assessing customer needs
• Defining requirements
• Using questions and active listening
• Clarifications, paraphrases, summaries
• Errors and causes of misunderstandings
• Case studies and best practices
• Training in using tools
• Module Overview: During the second module, participants will identify traps and barriers that hinder communication and learn practices that allow for effective communication. They will learn and practice specific tools that help diagnose needs and define requirements. With the trainer's support, they will develop best practices for summarizing agreements and contracting with interlocutors at the end of meetings. This will enable them to better respond to the needs of internal customers both in operational service and during project planning, reducing the risk of misunderstandings.

8 hours

• Needs assessment
• Creation of a dedicated training program
• Trainer's fee
• Travel to the training location
• Training materials
• Post-training report